North Richland Hills Glass & Mirror

Complaint: [redacted] I am rejecting this response because:The response is partly true but the fact that I screamed profanity is totally incorrect Perhaps she is used to receiving those kinds of phone calls but mine was not one of them I have used this company several times and have always been very pleased I stated in my complaint that I would like a reasonable explanation or a partial refund I did receive an answer Reasonable is debatable I do not want a full refund

This consumer has visited our business on several occasions. Her first visit was in 2014, in which I  gave her a discount on her glass she ordered. This customer sat in my office and opened up about her health and personal matters to me and Ifelt sympathy for her and felt a bond with...

her due to her issues she was having with her son. Who she had said kept breaking her things. She come in our business again on 7/6/2015 with a lamp in which her son had broken (1) of the pattern obscure glass panels. We did not have any glass that would match the obscure glass that was in the lamp.We showed her another glass we had in stock. The gi«Jss was a 3sq ft minimum and a pattern charge.The glass would cost her well over $125.00. Italked to the owner and explained her situation with her son,     he agreed to discount the glass to $50.00.  On 9/27/2016 she came in our business with a broke piece of bronze glass with a pattern cut and a bevel that her son had also broke. Iexplained to her how expensive that the bevel would be especially with a pattern cut and she said she couldn't afford that . Ipriced her out at a 3 sqft min. on the glass with a pattern charge.The glass was almost $50.00 and once again Ifelt bad for her and gave her the glass at $35.00. Her next visit was on 11/9/2016 she again brought in a bronze glass which was smaller than the last bronze glass she brought in,but due to the fact it was bronze with a pattern it was the same price due to the fact there is a 3 sq ft minimum  with pattern charge so it priced out the same   as the larger on she had brought in on her last visit so Iagain discounted the glass due to the fact her son had broken  this one as well.The consumer called me the next day very upset with me, Itried to explain to her the way we price glass that is considered specialty glass. She did not want to hear any of what Ihad to say.She just kept screaming at me and used profanity when she said she would never be back here aga in. Isaid Iwas sorry and she hung up on me.Ispoke to my boss about this matter and he said he would be more than happy to give her a discount on her last order or if she would like he will give her a full refund. 1 am very sorry she felt I gave her poor customer service, I pride myself in giving each and every one of our customers a pleasant experience when they visit our establishment.

Complaint: [redacted]
I am rejecting this response because:The response is partly true but the fact that I screamed profanity is totally incorrect.  Perhaps she is used to receiving those kinds of phone calls but mine was not one of them.  I have used this company several times and have always been very pleased.  I stated in my complaint that I would like a reasonable explanation or a partial refund.  I did receive an  answer.   Reasonable is debatable.  I do not want a full refund.